PENGUKURAN KEPUASAN PELANGGAN DAN PENINGKATAN KUALITAS JASA PENGIRIMAN PAKET POS ( STUDI KASUS DI UNIT UIVISI PAKET - KANTOR POS ASIA AFRIKA, KOTAMADYA BANDUNG )

• Main Author: Sopyan (NIM 28297064), Yayan
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/4859
• Institution: Institut Teknologi Bandung

<b></i>Abstract :</b><i><p align=\"justify\"> <br /> The development of courier service increases as indicated by massive growing of courier companies. By the end of 1995 there are more than 500 courier service headquarters either joined together in ASPERINDO (The Indonesian Association of Postal Services) or independent. This excludes cargo companies supervised by Liaison Department. This triggers the tighter competition which drives an urgent strategy to maintain current customers to prevent their switching to other companies. How to make customer more satisfied through fulfillment of their expectation is one method to hold and to maintain them. <br /> <p align=\"justify\">The first step to know quality of services provided by PT. Pos Indonesia (Persero) at Unit Parcel Division (UDP) post office Asia Afrika Kodya Bandung is through the measurement of its service quality. Surveys were done to 50 domestic individual parcel senders and 7 managerial staffs from parcel division. The author used questionnaires and 5 point Likert scale as data collection method. There are 23 measured attributes of services which come from 10 service dimensions. <br /> <p align=\"justify\">The data collected are than averaged and based on gap analysis between management perception and customer expectation the author found that there are 10 attributes with negative gap values. It shows that customer expectation for those attributes are higher than management perception. Meanwhile the gap analysis result which compare customer perception to their expectation shows that there are 14 attributes with negative values. It means that customers are not fully satisfied with company service performance for those attributes. <br /> <p align=\"justify\">The author suggests the UDP management to do some improvements upon negative gap value attributes in order to improve the quality of services and to increase customer satisfaction. The suggested efforts are include to make use of and to optimize the computerized system, improvement of human resources quality, to provide training and education and incessant advertisements of service facilities and all accompanied benefits.